PeopleCert ITIL 4 Specialist Create Deliver and Support Exam - Topic 2 Question 17 Discussion

Actual exam question for PeopleCert's ITIL 4 Specialist Create Deliver and Support exam

Question #: 17
Topic #: 2

[All ITIL 4 Specialist Create Deliver and Support Questions]

An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays.

Which is the BEST action this team can take to address leadership's concern?

ADetermine where work is sitting in queues

BIntroduce additional sources of demand

CCompare the map to actual activities

DAutomate repeatable work activities

Show Suggested Answer

Suggested Answer: C

by Carmela at Apr 01, 2026, 05:44 AM

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Juliana

11 hours ago

I remember we discussed how important it is to compare the value stream map to actual activities to identify discrepancies. That might help clarify where the delays are happening.

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